Senior Billing Escalations Agent
Job Description
Key Skills Required
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Core Responsibilities
Act as the primary point of contact for escalated, unresolved, or high-priority billing issues, ensuring customer satisfaction and financial accuracy. Key duties include:
- Review and triage escalations from teammates, L1 agents, or other departments.
- Apply critical thinking to resolve issues independently or escalate to leadership.
- Coordinate cross-functionally with internal teams to route issues to the correct owner and ensure absolute resolution.
- Support customer ticket and live chat volume during peak periods or high-demand spikes.
- Handle a blended mix of routine billing inquiries and highly complex customer requests.
- De-escalate frustrated or upset customers with empathy, professionalism, and structured logic.
- Investigate and resolve technical billing inquiries, including anomalous charges, proration calculations, and pricing discrepancies.
- Utilize ERP and billing software to trace transactions, verify subscriptions, and process adjustments/refunds.
- Perform daily queue checks to ensure tickets are properly logged, assigned, and routed.
- Monitor SLA compliance proactively, flagging overdue tickets before breaches.
- Proactively identify and address queue gaps or bottlenecks without direct instructions.
- Administer cancellation policy exception requests and support L1 representatives via Slack.
- Follow up persistently on open requests to keep cases moving.
- Update internal stakeholders on escalation statuses.
Requirements
Must possess:
- 2 to 3 years of dedicated Billing or Customer Support Escalations experience (preferably in a web hosting or SaaS subscription environment).
- Bachelor’s degree preferred (not required).
- NetSuite experience (required for end-user tasks like navigating accounts, invoices, and transactions).
- Salesforce (preferred) and Zendesk (preferred) experience for ticket management.
- Slack proficiency for internal communication.
- Deep understanding of recurring subscriptions, upgrades/downgrades, and manual proration calculations.
- Proven ability to de-escalate tense customer interactions with empathy and clarity.
- Proactive queue management skills, including SLA tracking and real-time peer support.
- Outstanding written and verbal English communication skills.
- Self-starter mindset with autonomy and minimal oversight.
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Levelup
View Company ProfileLevelUp is a specialized offshore staffing and recruitment partner that helps global businesses seamlessly hire and manage remote talent in the Philippines. The company originally started in 2017 as an offshoot of the popular software company Thrive Themes, providing dedicated WordPress technical support to massive brands in the industry. Seeing the high demand for quality remote workers, LevelUp expanded into a full-scale offshore HR partner. They help international companies source, vet, and hire top-tier Filipino talent across a wide variety of roles—including customer support, software development, marketing, and finance—while completely removing the legal and administrative friction.
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